Case Study: SeatGeek reduces forecasting and scheduling complexity with NICE Systems

Web's Largest Event Ticket Marketplace Reduces Forecasting and Scheduling Complexity by 10X

SeatGeek, the mobile-focused ticket marketplace, faced rapidly rising customer support demand as its CX team grew past 100 people and call volume climbed 50% year over year. Its existing Google Sheets process for forecasting and scheduling had become unreliable and inefficient, making it hard to manage complex staffing needs and track productivity across voice, chat, and email. SeatGeek turned to NICE Systems, using Playvox by NICE Workforce Management to replace manual planning.

NICE Systems implemented a cloud-based workforce management solution that automated forecasting, scheduling, and intraday coverage planning across all channels and SLAs. The result was a 10x reduction in tedious workforce management work, fewer hours spent on forecasting and scheduling, better visibility into performance, and improved staffing coverage. SeatGeek also gained more accurate productivity analysis and stronger agent engagement, helping it identify coverage gaps sooner and adjust BPO staffing more effectively.

SeatGeek

Kayla Roden

Manager of Operations